New AT&T 680 Can't Connect to the Net

[edbatista]

I just spent a fruitless 90 minutes on the phone with AT&T support, so perhaps this forum can help.

When I try to use Blazer to reach any web page, the "Redrawing" message briefly flashes at the top of my screen, but nothing happens.

When I try to use VersaMail to send a message, I get a "Network connection could not be established" message, and--again--nothing happens.

I got the 680 from AT&T yesterday. I was having my number ported from Verizon, and it took a short call to AT&T to get that successfully resolved earlier today, and I can make and receive calls on the device. I'm also getting four "network strength" bars, and the black triangle that indicates data service availability is visible.

AT&T has confirmed that I have a data plan on my account. I can't be certain they've set it up properly, but the evidence suggests to me that the problem is with the device, not my account. Working with AT&T on the line, I've tried removing and replacing the battery and have gone through my Blazer and Network settings with a fine-toothed comb.

Nothing the AT&T reps suggested had any effect, although I wasn't impressed with their level of technical expertise.

Anyone here have any ideas? Thanks!

[forgot]

What are your network settings?

[edbatista]

Prefs > Network

Service: "MEdia Net Copy" (Yes, it's "MEdia". Alternatives are "MEdia Net" and "Untitled"--the latter is apparently just a HotSync connection. Note that when I try using "MEdia Net", the APN box disappears.)

Connection: GPRS (the only option)

User Name: WAP@CINGULARGPRS.COM

Password: CINGULAR1 (Initially this was assigned, and I couldn't see it. I was told by the AT&T rep that it should be CINGULAR1, but who knows if that's right.)

APN: wap.cingular

Network > Details...

Fallback: MEdia Net

Network > Details > Advanced...

IP Address Automatic (Checked)

Query DNS (Checked)

When I select Connect, at the bottom of the Network screen, I get "An error occurred opening the network connection."

[edbatista]

Update: AT&T tech support didn't call back on Monday, as promised by the last person I talked to on Sunday (the third person who'd tried and failed to resolved the issue.)

But I called again today, using the AT&T wireless device customer service number (800-888-7600). The first person I reached walked me through all the same configuration steps that the other people tried on Sunday, also without any success. Then he said I should try a hard reset (remove battery, press and hold power button while replacing battery, continue to hold power button while first Palm logo comes onscreen and status bar progresses across bottom of screen, then release power button when second Palm logo comes onscreen and follow reset directions from there.)

That's all it took--my 680 can now connect to the net. The only thing that appears different in my Network settings post-reset is that Network > Details shows Fallback as "-None-" instead of "MEdia Net".

So I don't know why the device was failing to connect previously, or why the hard reset solved the problem. Although I'm happy it did.

[bluenadas]

The noobs first experience with the Hard Reset joys of a Palm....welcome to the fold.

As for the basic Palm issue troubleshooting steps:

1. Soft-Reset
2. Backup your system (NVBackup is a good fit)
3. Hard Reset

[edbatista]

Good to know. Surprisingly, I never had to do a hard reset on my 600 in 2 and a half years.